Senior Support Engineer

Summary

Join NICE, a global leader in AI, cloud, and digital technologies, as a Technical Support Engineer for their Playvox product. This role involves providing technical support to end users of Playvox's Quality/Performance Management and WFM software solutions. You will diagnose and resolve technical issues, contribute to the knowledge base, and ensure seamless customer experiences. The ideal candidate will have 4-7 years of experience in Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud, along with a strong understanding of cloud applications and exceptional troubleshooting skills.

Requirements

• Should have 4-7 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud
• Working knowledge of administrating UNIX, Linux or Windows servers
• Should have working knowledge of DB, MongoDB/MSSQL
• Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer

Responsibilities

• Diagnose and resolve issues related to Playvox Nice cloud applications
• Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability
• Provide timely and accurate technical assistance through a ticketing system
• Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times
• Maintain quality and on-going internal and external communication throughout your analysis
• Prioritize daily tasks and manage critical issues and situations
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes
• Assist customer support (Tier 2 teams) with troubleshooting product issues/questions

Preferred Qualifications

• Good to have knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc
• Good to know platform tools such as Postman to replicate, test, and debug API requests
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications
• At least 4+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications
• At least basic knowledge on Wireshark, Microsoft Office
• Telephony background would be an extra perk to have
• Good IT skills in troubleshooting and ownership from begin to end

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere